Monthly Newsletter

Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume XXII, Issue 6

Date: June 1, 2011  - Take the Pulse of Your Company

We often speak about customer service, customer satisfaction, and customer retention and that the best way to determine how you’re doing is to ask your customer.

Well if you want to know how your company is doing internally, ask your (internal) customer.  Who is that?  Your employees, your peers, your direct report, any and every one who has an impact on the customer experience.

What do we look for when we take the pulse of a company?  Here are some of the questions we ask:

        What are the strengths of your people

        What are their weaknesses

        What are the commonalities among applications

        What are the changes currently going on in your organization

             o   Hardware

             o   Software

             o   Teams

             o   Rules/Regulations

        What is today’s stress level

        What doesn’t get communicated powerfully

        What feels like you’re working with one hand tied behind your back

        What are the mixed messages that are rampant at your company

        Why are your customers calling

        What is a Typical Call/Call from Hell

        What isn’t communicated effectively/efficiently

        What’s the biggest gripe on the side of the customer

        What’s the biggest gripe on the side of the employee

        What gets accelerated and why

        What works really great

        In a perfect world what would you do differently

When you can answer these questions, you’re getting to know your company and its people.

 We love to hear from you. Please email me  your comments, feedback, questions, your own experiences, or topics you’d like to see covered in future newsletters.

2011 Human Technologies Global, Inc. All rights reserved.

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